Mission Critical Operations Manager

4 days ago

Cottage Grove, Minnesota, United States Renewal By Andersen Full time
Renewal by Andersen - A Leader in Innovation

We are a pioneering company in the window and door industry, renowned for our innovative approach and commitment to excellence. Our Renewal by Andersen Signature Service combines the best people, processes, and products to deliver exceptional results.

Join Our Team: As a key member of our team, you will have the opportunity to work with a talented group of professionals who share your passion for innovation and customer satisfaction.

About the Role

This role is responsible for overseeing the daily operations of our RBA Tech Support Center (Command Center), ensuring seamless communication with all retail locations (approximately 100) and providing timely, professional assistance to customers.

The successful candidate will have a strong background in call center or technical support experience, with a minimum of 3 years of managerial experience, including hiring, onboarding, and developing others.

In addition, the ideal candidate will be able to manage conflicting priorities while driving results, possess excellent analytical skills, and have a proven track record of meeting Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).

Key Responsibilities
  • Oversee the hiring, coaching, and development of retail tech support agents on soft skills and technical skills critical to job success.
  • Manage and analyze daily operational performance, standardizing onboarding and offboarding procedures, and ensuring SLAs for support are consistently met.
  • Review KPIs and SLAs to inform decision-making and ensure customer experience demands are met and exceeded, measured by Medallia scores.
  • Leverage analytics from Five9 and Service Now to develop, document, and continuously improve processes for the technology service desk and programs, including agent scheduling and forecasting.
  • Manage end-to-end aging tickets, ensuring all tickets are resolved at Level 1 (L1) and conducting ticket analysis that may lead to potential redesign of the intake ticket.
Requirements and Qualifications
  • Bachelor's degree in business or related field, or 8 years equivalent experience.
  • Minimum 3 years of call center or technical support experience.
  • Minimum 2 years of retail experience.
  • Minimum 3 years of managerial experience, including hiring, onboarding, and developing others.
  • Ability to manage conflicting priorities while driving results.
  • 2-5 years of ServiceNow or Service Management software experience a plus.
Benefits and Compensation

We offer an attractive compensation package, including a salary range of $99,216 per year to $153,784 per year, depending on experience and qualifications. Additional benefits include medical/dental/vision/life insurance, health savings account contributions, paid holidays plus PTO, 401(k) plan & contributions, professional development and tuition reimbursement opportunities, charity contributions, and nationwide career opportunities.

Be Orange. Be You: At Renewal by Andersen, we believe in embracing our differences and empowering our employees to reach their full potential. We strive to create a workplace where everyone feels respected, valued, and driven to succeed.

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